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Configure 360 Summary

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Overview

This article explains how Admins can configure the Summary section of the C360/R360 pages. Admins can add widgets and fields, such as renewal date, ARR, Open CTAs, Overall Health score, to the Summary section. CSMs can view these important metrics in widgets and fields for each Company/Relationship from the Summary section of the C360/R360 pages.

Note: The below configuration is explained using C360, and the configuration for R360 remains same. 

Add Summary section to Selected sections

You must first add the Summary section to Selected sections before you configure it. By default, the Summary section is displayed on the LOCAL pane of the Available sections as shown in the following image. You can drag and drop it from this to the Selected sections. If you add the Summary section from the LOCAL pane, configuration in the section is blank and you will have to apply configurations as required.

Add Summary Section.jpg

However, if you have added Summary section to Global sections, you can find Summary section on the GLOBAL pane as well as shown in the above image. If you add the Summary section from the GLOBAL pane, Global section configurations are applied in the current layout. For more information about Global and Local sections in C360 and R360, refer to the Configure the Customer360 Sections and Configure R360 Page and Section Types articles respectively.

IMPORTANT: You can add only one instance of the Summary section to the Selected sections, from either LOCAL or GLOBAL pane in the C360/R360 Layouts page even though it is available in both the panes. You cannot add two instances of the Summary section from the same pane (Local or Global). At any given point of time, the C360/R360 page can have only one Summary section.

To add the Summary section to the Selected sections:

  1. Navigate to the Administration > Customer Data > Company > C360 Layouts.
  2. Expand the Company Layouts section (if not expanded).
    Note: To add a Summary Section to R360 page, navigate to Administration > Relationships > TYPES > Select a Relationship Type > LAYOUTS.
  3. Click the edit icon for the required layout. For more information about how to handle multiple Layouts in C360 and R360, refer the Create and Assign Multiple C360 Layouts and Create and Assign Multiple R360 Layouts articles respectively.
  4. Drag and drop the Summary section from the Available sections in either LOCAL or GLOBAL left pane to the Selected sections.
  1. (Optional) Click the Edit icon to rename the Summary section.

Rename.jpg

Note: You can de-couple a Global Summary section and make changes to its configuration as required. For more information about Global and Local sections in C360 and R360, refer to the Configure the Customer360 Sections and Configure Relationship360 Sections articles respectively.

After you add the Summary section to Selected Sections, CSMs can view it on the C360/R360 pages. You can now configure the Widgets and fields to be displayed on the C360/R360 pages. 

Add Widgets to Summary

A Widget displays information in a graphical format. You can add and configure widgets to display critical parameters of customers, important for your organization. When you add a Widget to the Summary section, and configure it to display a critical parameter, CSMs can easily view the performance of these critical parameters by navigating to the C360/R360 page (Summary section) for the required customer. The required widgets can be added to Preview section of the Summary.  You can add a maximum of six Widgets to the Preview section.   

Note: The below configuration is explained using C360, and the configuration for R360 remains same. 

To add a Widget:

  1. Click the CONFIGURE icon for the Summary section. The Configure Section window is displayed.
  2. (Optional) Modify the name of the Summary section or add a Description.
  3. Click the WIDGETS tab.
  4. Drag and drop the required widgets to the Preview section.
  5. Click SAVE.

In the above image, there are three widgets: Health Score, MRR, and Open CTAs. These widgets are added to the C360 Layouts page. CSMs can view these three widgets in the C360 page. You can add a maximum of six Widgets to the Preview section.

Select Lookup Fields for C360 Widgets

If a C360 widget is based on an object with multiple fields looking up to the Company object, then admins can select which field to use after adding the widget to the Configure Section window. Depending on how the lookup fields are configured, the widget will likely display different data based on which field is selected.

6.14.1 360 Doc Impact Text Widget Summary Section Lookup Field.jpg

Note: For Gainsight NXT users logging in from the Salesforce CRM, this configuration option will only be available for Gainsight objects and fields.

Enable Free Text Widget

Admins have the choice to include a free text widget in the Summary section of the C360/R360 layout. When enabled, the text widget gives you the ability to add key company information in a highly visible area of the C360/R360 page. CSMs can edit the widget directly from the Summary section.

The free text widget is available in every Summary section. By default, it is labeled Summary and is not enabled. Admins can enable and rename the widget when configuring the Summary section.

6.14.1 Summary Comments Enable.jpg

Once enabled, the widget will be visible for all C360/R360s with the same layout. To view the enabled widget, navigate to the Summary section of any C360/R360 page.

Summary page.jpg

Types of Widgets

Gainsight provides you with four default widgets. These widgets are pre defined and you can just add them to the preview section. CSMs can view them on C360/R360 pages. If you wish to monitor some other critical parameter, you can create custom widgets.

Default Widgets

By default, Gainsight has four widgets on the WIDGETS tab, which you can drag and drop to the Preview section. The default widgets are:

  • Health Score: This Widget displays the health score as well as a trend line of the customer. The trend bars indicate the Score for the past weeks. To view Scorecard data, you must first perform Scorecard init process and configure measures and Scorecards from the Administration > Scorecards page.
  • Open CTAs: This widget displays a bar graph of all the Open CTAs of the customer across all owners. Each bar represents a CTA type.    

Summary Widgets.jpg

  • Active Success Plans: This widget displays the total number of Success Plans. Each Plan Type and the number of Open Objective for the Plan Type are represented by a bar.

7. Active Success.png

  • NPS®: This widget displays the NPS® score of the customer. You can click the Settings icon to select either NPS® score or Average NPS® score. If you select NPS® score, you can select the time period from the Set time period dropdown menu.

8. Select.png

Custom Widgets

You can add custom widgets to the WIDGETS tab. A custom widget can be defined by creating a Widget report from the Report Builder page. You can use any field from any object (including custom objects) to create a Widget report. However, it is mandatory to:

  • Include one field (in the Show me section) to create a Widget report.
  • Apply an Aggregation method on the selected field.

Add Custom Widget Reports created on Salesforce Objects

Gainsight NXT in Salesforce CRM
Content in this section supports Gainsight NXT accessing through Salesforce Login. To learn more about Gainsight NXT in Salesforce, click here.

 

Click here to expand for more information on how to add Custom Widget reports created on Salesforce Objects

If a Salesforce connection is established in your org, using Salesforce Connector, you can add  custom Widget reports created on the Salesforce objects. To add custom Widget reports created on the Salesforce objects to R360 page, these objects should be associated to the Relationship object. For more information, refer to the Configure Associated Objects to Relationship article.

After the custom widget is added to the WIDGETS tab, you can drag and drop it to the Preview section for the CSMs to view it on the C360/R360 pages.

Note: The below configuration is explained using C360, and the configuration for R360 remains same. 

To add a custom Widget:

  1. Navigate to Administration > Report Builder. The Report Builder window is displayed.
  2. Click + REPORT.  
  3. Enter a name for the report. (Here, MRR widget)
  4. Select the required Object on which you want to create a widget (here Company).
  5. Select the field on which you wish to create a widget (here MRR). You can select a field of any Data Type to create a widget.

You must apply an Aggregation method on the selected field so that the widget visualization type is activated. Also, you can select only one field in the Show me section.

  1. Click the Configuration icon for the MRR field and select an Aggregation type.
  2. Click the Visualization type icon and select the Widget option.

Note that the value $117000.74 is the aggregated MRR of all the Companies.

  1. Click the Save as icon and assign widget label (Example: MRR widget).
  2. Click SAVE.

Save As.jpg

You can now find that the MRR widget report is displayed as Widget on the C360 configuration page. You can drag and drop it to the Preview section for the CSMs to view from the C360 page.

12. MRR widget output.pngAdd Fields

The Fields tab displays all of the fields from the Company/Relationship object and the lookup fields from the dependent objects. However, fields of Rich text data type are not available in the list. You can drag and drop the required fields to the right pane of the Preview section. You can add up to six fields to the Preview section.

Notes: 

  • You can also add the fields to the Widgets section.
  • The below configuration is explained using C360, and the configuration for R360 remains same. 

To add a field to the Summary section:

  1. Click the CONFIGURE icon for the Summary section. The Configure Section window is displayed.
  2. (Optional) Modify the name of the Summary section or add a Description.
  3. Drag and drop the required fields in the right pane of the Preview section.
  4. (Optional) Click the Settings icon for a field and change the Field label and click SAVE. Field label that you assign here is displayed on the C360/R360 pages.
  5. (Optional) Click the settings icon for a Number, Currency or Percentage data type field and change the display format and number of decimal points to be displayed for floating point numbers, and click SAVE.
  6. Click SAVE in the Configure Section window.
NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
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